# AI Clinical Care Knowledge Tool

Included Health, 2025 · Case study by Will Dzierson

**Tags:** Healthcare, Prototyping, LLMs, Machine Learning, AI

## My contribution

Design Lead, Prototyping, Design Engineer

## The work

Included Health has the unique challenge of having millions of members to cater to across a number of offerings including direct line of site care (primary care), longitudinal health, healthcare navigation, billing support, and many others. The volume of calls and documents (which oftentimes includes a patients' full, unedited medical record) can be overwhelming. This is why the KS (Knowledge System) was developed. So that when a patient calls in, the right answers are at the fingertips of the Customer Care Advocate immediately.

I designed the system to make full use of LLMs and RAG, simultaneously searching millions of documents — both care-related and patient-specific — to surface the right answer in context.

The results were measurable: the system reduced AHT (Average Handle Time) by an average of 1.5 minutes per case, a meaningful cost savings at scale, without compromising the quality of care Included Health is known for.

## Images and video

- [The KS home view — Quick Links navigation on the left, with AI-powered AHT reduction suggestions and live Announcements in the right panel.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/y4gagz4b30s.png)
- [The KS metrics dashboard — showing real-time answer volume by day, week, and pod, alongside an AHT Improvement Over Time trend chart tracking minutes saved per case.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/u48qy64uigg.png)
- [The search interface with an active Recent Questions dropdown — surfacing contextually relevant queries based on the advocate’s current member and insurance context.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/rywzexpfyjq.png)
- [The AI-powered answer view — showing a Member Answer and a detailed Care Associate Answer side by side, generated in real time from the member’s plan documents and medical record.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/z3qy1f34qa.png)
- [The “Modify Member Answer” modal — allowing advocates to tailor AI-generated responses by adjusting reply language, question complexity, reply length, health literacy level, and tone before sharing with the member.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/yaswi86amv.png)
- [A follow-up interaction in the answer view — with the advocate reviewing treatment coverage and provider options, surfaced contextually from the member’s plan and care history.](https://uilvozcryifnpldfpwiz.supabase.co/storage/v1/object/public/project_images/qmkbaxis318.png)

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